Unlike traditional selling, businesses focus on the importance customer value and keeping customers' loyalty. With that, businesses are willing to work with customers this buyers of goods and services understand and admire the value provided by the organization's offering, rather than trying to influence immediate purchase by pushing and forcing customers. With this approach, chapter one of the sells book mainly focuses on personal selling and trust- based relationship.
Personal selling as the book states, is an interpersonal interaction between buyers and sellers to initiate, develop or enhance customer relationship. it occurs in a situation where someone with a product or service is trying to sell that product or service to another person
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Also known as partnering, relationship selling focuses on building trust. Basically, trust-based relationship providing opportunities, and adding value to the customer’s business over an extended period. There is no trust in the relationship if the customer(s) feels he or holds no value to an organization. customer value will always be determined by customers’ perception of what they get in exchange for what they have to give up. In the simplest situations, customers buy a product in exchange for money. In a buy and seller relationship, trust plays a very important role. Because trust is the binding force that provides the buyer with high expectations that a satisfying exchange will occur which drives the buyer to a decision and buy the product or service. For example, when I worked at mc Donald's, every morning a woman named Elyssa would order coffee from me. One morning, I camo to work and found Elyssa arguing with an employee about cold coffee. As usual, I would brew and serve her fresh coffee. When finally served a new cup of coffee and told her to check if the coffee was fresh, she responded and said "I don’t need to, because I trust you." when you serve a customer with gratitude, show the customer that you care and willing to meet his …show more content…
Each individual strategy is design to get the customer to be more detailed or more specific toward the product in mind. One of many other strategies is the Open-end questions strategy, also called nondirective questions, are designed to let the customer respond freely. That is, the customer is not limited to one- or two-word answers, this strategy lets the customer give richer and more detailed information to describe a product. For example; ● How do you feel when you put on these shoes? or “Describe the haircut style you want."
Another strategy is the Closed-end question; it is design to limit the customers’ response to one or two words. This type of question is typically used to confirm or clarify information gleaned from previous responses to open-end questions. Question could be; is it the black or the red? Or how many?
And also, the tactical question. It when a Question is used to shift or redirect the topic of discussion when the discussion gets off course or when a line of questioning proves to be of little interest or value. “How do you feel about _____?” “Do you see the merits of _____?” and “What do you think _____?”
Questions are made to find answers and solution to a problem. You cannot give a patient medicine until doctor knows about the patient's illness. same way you cannot offer or sell a product to a customer unless you know what he or she I looking for.
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The interrogator: challenges all answers in a confrontational manner and continues to demand further details.
relationships fosters a positive reputation for the organization and creates trust and loyalty to the
Having prior knowledge of a customers needs, habits, and questions before or during every interaction and transaction can boost customer satisfaction. (Zueschner, Raymond. (1997). Communicating Today. Boston: Allyn and Bacon.
Philosophy questions many ideas or statements. For example, the Examined Life asks, does life have meaning? This idea was analyzed, experienced, questioned, discussed and concluded in many different ways. There was a common thread between the Philosophy film, the Apology, our class discussions and the video, Examined life. We often ask ourselves, are we obligated to other people?
The interviewers, in the video, used open ended question with their clients. The way the interviewers worded the questions had their
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Employees, investors, suppliers and customers alike eventually reach a decision point in a relationship when they decide where to place their trust and with whom. Leaders are judged on what they do to win trust, and the sincerity and consistency of their effort to retain it. Leaders win trust by communicating openly and often, having a clear and committed communications policy, strategy and processes, initiating formal and informal communications programs and regularly assessing their own communications effectiveness and that of their team and their organization.
121). Close-ended questions are usually asked as a first response to an emergency situation and are essential in dangerous situations (p. 121). Open-ended questions are advantageous when the interviewer wants to create a free flowing dialogue (p. 121). These questions are generally more effective than close-ended questions because they allow for more elaborate responses from the interviewee and they can direct the conversation however they wish (p. 121). Interviewers generally find it natural to ask close-ended questions, but they do not draw as much information from interviewees and often cut interviews short (p. 121).
Both from the customer and the company point of view, each customer interaction is part of an iterative learning process (Ballantyne, 2004). Further, Yau et al. (2000) advocated that the relationships between business firms and its customers have been constantly encouraged as successful business practices worldwide. The strategy of relationship marketing is of high relevance particularly in the service industries because of the intangible nature of service and their high level of customer interaction (Al-Hersh, Aburoub, & Saaty, 2014). Relationship marketing is defined as the process of engaging in proactively creating, developing and maintaining committed, interactive and profitable exchanges with targeted customers (Haker, 1999). Furthermore, Gronroos (1990) asserted that relationship marketing is to establish, maintain, enhance and commercialise customer relationship so that the objectives of the parties involved are met which can be done by a mutual exchange and fulfillment of promises. Moreover, the implementation of the relationship marketing concept at the operational level refers to relationship marketing orientation (Hau & Ngo, 2012). Relationship marketing orientation indicates the firms’ philosophy of doing business concerning relationship building by propagating developing trust, empathy, bonding, and reciprocity between a firm and its customers (Sin et al., 2005a, b; Tse et al., 2004). Trust is an important element for a successful relationship between the firm and its customers (Berry, 1995). First, trust is an essential component for a successful relationship between the firm and its customers (Berry, 1995). Trust It refers to a willingness to rely on an exchange partner in whom one has confidence (Morgan & Hunt, 1994). Empathy, as a dimension of business relationship, enables the two parties to see the situation from
Ask probing questions, which means the question posed must be well supported by an argument.
I must remember to stay away from the double barrel questions. I also need to avoid utilizing questions that begin with “have you” and “are you”. When interviewing clients, I should focus on using open-ended questions to allow the client to tell their story in their own way, and minimize the use of close-ended questions, unless they are necessary to gain specific information.
There are many ways that you can talk to people, but not all of them are the correct way. When speaking with customers, you need to make them feel l...
Relationship marketing is a part of the marketing concept and strongly applies to this article. A company wants to build trust with its customers in order to build customer loyalty and a long-term bond. This gives the customer a value-added feature of doing business with a particular company. In marketing orientated companies, the customer's needs have to be targeted and different social classes or issues need to be taken into account. If a company does not take different sensitive and social groups into account when marketing, then they will not build a feeling of goodwill with the consumers. The consumer will think that the firm cares more about selling its goods than the consumer.
Trust is most important in the business. Satisfy the customer and build his trust. For it there should be very confidence in your dealing with customer. If you are not confident then you are not good dealer. And don’t tell the customer something wrong about the products so that if he shops from your company then your product will dissatisfy him and in future it did not come to again. Don’t keep anything hidden from the
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.